22bet Casino - Player has been accused of opening multiple accounts.

Hello,

Almost 2 weeks ago, I was trying to withdraw funds from my account but I spent a whole week trying to contact 22bet's security email, as stated in a pop-up while I was trying to withdraw and no answer. After a week and a lot of emails sent to multiple 22bet email accounts, a live chat agent finally told me to send it from a gmail account because hotmail had issues. As so, I did it and finally got a first answer. Then we exchanged a lot of emails of their requests and my answers, until they finally told me my process would be analyzed.

After 48h of that answer, I was told I could withdraw the money I deposited (2026€) but not the money I previously won (1522€) because my bets would be deemed voided, according to the email, due to an existing duplicate account. I told them I DID NOT have any duplicate account, I never betted that much with them and they have proof of such so why would I have a duplicate account? I asked for some proof of that said duplicate account, to which they responded "all consulting on the matter of your request was provided earlier in this mail thread".

No proof has been provided to me yet, my account has been already blocked and closed.

I risked aprox. 2000€ to make those aprox. 1500€, and I know that if I lost there would be no problem, but as I risked and won, I believe I'm owed at least an explanation with some proof attached, please.

Actually, my account was created December 4th, 2020 and I sent an email requesting a verification that I knew would be necessary according to the KYC regulations, right on the same day. My account was successfuly verified then and from then to now, I placed some bets, did some deposits and withdrawals without a problem, but I do not understand why this time a new verification was requested and my won funds were invalidated.

I am looking for some solution to this, some explanation, because as I can lose sometimes fairly, I believe I deserve the winnings as well when I win fairly, instead of receiving excuses that are not true.

Dear MikelovichTM,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

First of all I’m not from the US, I’m from Portugal, I’m very sorry for the confusion but while opening the complaint, the website was not allowing me to change the country, for some reason.

About the complaint:

To the best of my knowledge, no, nobody has ever opened an account on my devices or my own network, not a friend, family member or neighbor, that’s exactly why I requested some proof, so I can understand the reason of this, and if it is or not a mistake. Also, I did not use any bonus, promotion or offer in my account.

Please, anything that might be needed in the meanwhile, just let me know. Thank you.

Thank you very much, MikelovichTM, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello MikelovichTM,

I looked at your complaint and will do my best to help you. I would like to invite 22bet Casino into this conversation. Casino, can you please specify what is the problem with the player’s winnings? If the reason why you've voided his winnings is multiple accounts I would like to ask you for evidence. Please, send it to my email: viliam.v@casino.guru

We would like to ask the 22bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint at the request of 22bet Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi. After verifying all the information on this case, we found out that the user had created duplicate accounts. The "duplicate" was deduced by the device used to log in and the manner of play. The balance of the deposit was paid to the player on 28.10.2021.

Hello MikelovichTM,

Can you please confirm that you have received the payment?

I have received the deposit amount, but I DO NOT CONFIRM I have received my due winnings. My winnings of 1522€ are the disputed amount, which I have not received. Unless I get paid the amount I am owed for my winnings I will not confirm this as solved, because it has not been solved. I have risked my money to win, I won and did not get paid, while I'm sure had I lost, there would be no problems because the casino would have won my money.

Unless I get paid the amount I won, I will not be satisfied, and I feel scammed by that institution.

Thank you.

Thank you for contacting us. The casino has accused you of having multiple accounts.

Dear casino representative, could you kindly provide evidence to support this claim?

Hi. Please note that creating multiple accounts is a serious violation of the rules that often leads to profile closure.

Re-registration was detected by the systems based on several parameters. These have been considered in the aggregate and give every reason to believe that the accounts do indeed belong to the same person:

1. By the device from which the bets were placed. 

2. The method of play on the two accounts is the same.

On the part of the casino was provided official information about why such a decision was made on this case. Our casino has been operating for many years, has a license, and operates strictly according to the rules. 

Dear MikelovichTM,

We kindly request your response to the recent statement from the casino. It appears that without your written permission, we will be unable to obtain the necessary evidence in this matter. Would you be willing to provide us written permission to access the proof and your personal information?

Dear MikelovichTM,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.